About this opportunity
Kings III Emergency Communications lists this Emergency Dispatch Center Supervisor - 3rd Shift opportunity in coppell, Texas. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Emergency Dispatch Shift Supervisor - 3rd ShiftThe Role: Emergency Dispatch Shift Supervisor - 3rd ShiftWho You Are: You're an experienced Shift Supervisor able to manage the day-to-day operations of emergency dispatchers, ensuring all emergency calls are handled promptly, correctly, and professionally. You enjoy developing team members, handling escalations, and ensuring team objectives and goals are met. You're a pro at monitoring customer service calls to observe employee demeanor, technical accuracy, and conformity to company policy and procedures. You provide coaching and feedback to agents and capturing feedback on the success of the team and the queue support to communicating with leadership and identify areas of improvement as well as reward and recognition opportunities.Who We Are: Established in 1989 Kings III is a growing, dynamic company. We're a five-time winner of DFW Top Workplaces and nationally as a USA Today Top Workplace in . We're on a mission for change – for our communities, our customers, and our company. If you see yourself as a builder and change agent, this is the right place for you.More than 12% of our employees have been with the company for 10+ years, and an impressive 25% have been with us 5+ years. How do we do it? Here's what our employees say. We seek out creative employees who love opportunities for continuous learning and growth. We value innovation in not just our products, but the way we work, sell, and grow every day. We celebrate change and are always looking for ways to do things better!What You'll Do:Ensure all Dispatch Center metrics are met and maintainedUtilize software to enhance development of direct reportsMonitor customer service calls to observe employee demeanor, technical accuracy, and conformity to company policy and proceduresProvide coaching and feedback to agentsServe as a driving force to help achieve "best in class" service levels by helping to identify areas of improvement and assisting in implementing new methods for providing effective solutionBuild and maintain a high performing teamEnsure the team is meeting or exceeding all goals including service level, abandonment rate, quality, and attendanceCoach and mentor employees as well as maintaining monthly performance reviewsDevelop and drive improvement initiativesCommunicate effectively within work groups and team meetingsRead and analyze reportsUnderstand and enforce call center policy and proceduresMaintain confidentialityWhat You'll Bring:High school diploma or equivalentA minimum of 3 years of call center or dispatch center supervisory experienceAbility to create and maintain a positive work environmentAbility to multitask and manage changing problems in a fast paced, multi-skill teamAbility to defuse escalated situationsExcellent time management skillsDemonstrated ability to identify and understand issues, resolve customer inquiries, and develop appropriate solutions quickly and effectivelyDetail orientated – must be able to determine facts to document accurately and conciselyAbility to multitask, work well under pressure, prioritize, and meet deadlinesStrong decision-making and problem-solving skillsGood analytical skills as well as the ability to think strategicallyFlexibility to work in a 24/7 call center, including weekendsDisplay excellent written and oral communication by effectively speaking and writingExcellent customer service skills including needs assessment, meeting quality standards for services, and evaluation of customer satisfactionDisplay active listening skillsExcellent computer skills in addition to advanced Microsoft Word, Excel, and Outlook skillsAble to accurately type at least 45 words per minuteWhat We Do:Our mission is simple - We provide critical communications services to help people in distress.Our Core Values are even simpler:Honesty & IntegrityService to the customer above all elseDo what is rightGood enough is not good enough: pursue excellenceEncourage individual initiative and growthBy living and breathing our mission and Core Values every day in everything we do, Kings III is creating opportunities for individuals and reducing risk, liabilities, and costs for businesses every day.Our primary client base includes commercial and multi-family real estate owners and property managers, and the most common areas we install our emergency phones are in elevators and at pool sides. We design, build, sell, install, service, and monitor those phones. Our Emergency Dispatch Center (EDC) provides 24/7/365 service to help dispatch local emergency services to people in distress. It's that simple, our employees help save lives every day.What's in it for you:Medical insurance with 1 HSA and 2 PPO plan optionsFlex Spending Account (FSA)/Dependent Care FSADental, vision, life, short- and long-term disability insuranceCritical illness and hospital indemnity plans401k with company contributionEmployee Assistance Program (EAP)Company paid telemedicine 24/7 accessWellness ProgramEmployee discount program8 paid holidays, plus 1 floating holiday15 days of PTO accrued in year 1Generous referral bonus programWork life balance (a must!)Team building, attendance at our annual kickoff each January, and other fun eventsRelaxed professional dress codeKings III is an Equal Opportunity Employer and committed to maintaining a drug-free workplace. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Worksite address
coppell, TX, 75019, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.